Introduction

Roles in wolkvox CRM allow you to organize users within a hierarchical structure and define what information each user can view based on their level within the operation. This functionality is useful for organizing teams, controlling record visibility, and improving the assignment and tracking of cases within the CRM.

With roles, you can build a hierarchy, for example, from managerial positions to operational levels, and decide whether users at the same level can view each other's information through the Share Information option. Additionally, higher-level roles retain visibility over the records of subordinate roles, while operational alerts and notifications are directed only to the user responsible for the case.

Configuration

1. To create roles in wolkvox CRM, first enter the configuration from the gear icon located in the top right corner.
2. Then go to the Users tab.
3. After that, go to the Roles sub-tab.

In this section, you will find the existing role structure. If you want to create a new role, click on the Add option that appears next to the role from which you want to create the new hierarchy. This means that the new role will be subordinate to the selected role, and for this reason, the system will show you the field Selected Parent Role.

1. When the "Add Role" window opens, you must complete the following fields:
   • Name: Corresponds to the name of the new role within the hierarchical structure.
   • Description: Allows you to identify the purpose or scope of that role within the organization.
   • Share Information: If you enable this option, users with the same role or sibling roles will be able to view each other's records. If not activated, this visibility will not be available among users at the same level.
2. After completing the information, click "Confirm".

The new role will be added within the hierarchical tree of roles. For the structure to be correctly applied, click "Save" in the bottom right corner of the section.

Once saved, the roles will be displayed in a hierarchical form. This will allow you to clearly understand the relationship between higher and subordinate roles within the operation. This organization helps to better control access to information, improve case assignment, and maintain a more orderly workflow within the CRM.

Keep in mind the following considerations when using this functionality:

• Users with higher roles can view the records of subordinate roles.
• Visibility among users at the same level depends on whether the role has the "Share Information" option activated.
• Operational alerts and notifications for cases are sent only to the assigned responsible user.
• A well-defined role structure helps to have better control over the information accessed by each user and improves collaboration between teams.